EVENT TYPE: Annual
Holiday Mixer: Delivering Inspired IT
Service Management 
SANTA
CLARA, CA: 12/15/2016 Now sharing the much in awaited
notes from the Annual Holiday Mixer held at Palo Alto Networks on Scott in
Santa Clara.
The meeting format was a 1,2,3
Innovate workshop where teams brainstormed to produce a list of Challenges and
Silicon Valley Service Management Leadership Priorities for 2017.
Over
16 different Silicon Valley companies were present!
·
Kaiser Permanente,
·
Palo Alto Networks,
·
Cisco,
·
Electronic Arts,
·
Stanford Healthcare,
·
DirectViz Solutions,
·
ServiceNow,
·
Cherwell Software,
·
Kloves
Participated by ITSM Practitioners, Vendors,
Directors, Managers, consultants, scrum masters, Developers, Big Data
Professionals, and process and tools integrators. Happy to have ITSMF Los Angeles Local Interest
Group participation in this event as well.
SUCCESS HIGHLIGHTS:
“Seeing
the ServiceDesk, Service Now, Mobile Development, transforming a company by
implementing ITSM, seeing the metrics, prove that your ITSM practice is making
a difference, is the greatest success. “
~ Steve Januario,
Customer Success Senior Director, Palo
Alto Networks
“Service Management Experience and Incident
Response with Security. One of the benefits was automating where they had a lot
of manual work that takes over an hour to do, and through workflows we
delivered a 90% improvement and performance time down to 30 seconds. Where are we going with predictive analysis
with big data, and the algorithm is learned to make routing easier. "
~ Alex Yupanqui, Solution
Consultant Director, ServiceNow
“We
are building a SAS platform for Financial Management. We help people really
understand Service Management to drive sound financial management Mergers and
Acquisitions decision making. Most
organizations do not always understand what service they are providing, who
consumes the service, and how much that costs.
My greatest success is we work with IT CIOs to help them understand IT
Costs and Business Services."
~Hardeep Singh, Owner, Costnomics
Challenges:
1)
Automating Work for better throughput:
- a)
Configuration and Asset Inventory Work & Building
processes around Asset Agent
- b)
How to get started on automation opportunities
to replace heavy manual business process
2)
Introducing effective Service Concepts and
Solution Enablement
- a)
Produce better real time linkage systems issues
to knowledge to boost resolution
- b)
Improve mobility, automation, self-help, and self-healing
solutions.
3)
ITSM Value- Boot-strapping ITSM efforts, Quick
start Ideas?
- a)
What must we change to continue to deliver
value?
- b)
Selling the Value. Why ITSM?
- c)
Anticipating how the end user will respond, and
deliver to their needs
- d)
How to integrate process Change, Incident and
Problem view to improve ITSM?
4)
Implementing across diverse functional teams
- a)
How is this going to make money, deliver service
our customers need?
- b)
How to rotate analysts across functions to gain
context and improve engagement for take a business and IT person for a day to
understand our partners business and innovate better together.
5)
Breaking down and maintaining key processes
- a)
Create a shared vision for inspired service
experience LOOK like? Does THIS deliver it?
- b)
How to get Management to Embrace, Accept and
Adopt IT Service Management
- c)
We should have a roadmap that aligns with the
business.
6)
Defining
a service taxonomy and consistent language to model and measure consistently
- a)
Business & Service Mapping Models—What data/configs
to begin with?
- b)
Change Management Access &
Change/Configuration Control
- c)
What Data must be collected to support and
improve services not just present what is measure-able?
- d)
Presenting, Understanding and Prioritizing
CPI/KPI
- e)
What are our key services? How are we
delivering? At what cost?
7)
Persisting Service Improvement that works with
your culture, customer and business needs.
- a)
How effective are we adopting these processes?
- b)
Align Business Perspective to enable sustainable
process with service consistency
- c)
How to keep processes fresh, effective and
evolving with the business to stick?
- d)
Align Business Perspective to enable sustainable
process with service consistency
Top Priorities:
1. 1. Simplify IT Complexity into Executive and
Business Value Proposition
2. Customer Focused KPIs
3. Proactive Service Orientation for Users
4. Measure, review and manage business alignment
5. Discuss roadmap and enabling/advancing
innovation capabilities
6. Maintain aware business projects
7. Design Service to Deliver, Articulate and offer
collaborative/consultative services
Wednesday Afternoon Best Practice Chat Zoom Conference February
1, 2017 1:00 – 2:30 pm PST
Configuration for IT Service Management:
Getting started with ITSM Best
Practices with Service Configuration Management, and Business Service
Mapping.
- What do you do to deliver maturity from Getting
Started to regular review in your Service Configuration Asset Management
Initiatives?
- What challenges did you overcome in setting up your
CMDB? How to approach Business Service Mapping?
If you have
examples to share on how you got started, share them in advance, in our
LinkedIn Group or bring them to the Wednesday chat. Let’s talk best
practices with your host Dawn Khan
itSMF SFO LIG Zoom
meeting. https://zoom.us/j/838922124
iPhone one-tap (US
Toll): +16465588656,838922124# or +14086380968,838922124#
Or Telephone +1 646 558
8656 or +1 408 638 0968
Meeting
ID: 838 922 124
itSMF San Francisco Bay LIG is the Local Interest Group
(LIG) of the Information Technology Service Management Forum (itSMF USA). Our purpose is to showcase the best of Silicon Valley innovation
and provide local IT professionals a forum to network, collaborate, share best
practices, and ITSM knowledge.
# # #
If you would like
more information about ITSMF San Francisco (Silicon Valley) LIG, email sfo@itsmfusa.org or on this topic, please contact Dawn Khan
